Care Home: South Collingham Hall Care Home

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What the care home does well Anyone new wanting to come to the home is assessed beforehand to identify what the person`s needs are and if the home is able to meet them. This information is then shared with staff so they know what they are expected to do. Visitors are welcome to come and see their friends and relatives in the home and they are able to take people out. Regular church services are held in the home and people can attend a local church if they wish. People are able to make choices about their daily routines. People are happy with the food they receive and have a choice at each meal. a resident told us, "There is never anything left on my plate, you can`t say better than that". People are given information about how to complain if they are not happy about anything. Staff know how to protect people in the event of any allegation and people told us they feel safe in the home. A resident told us, "I am quite safe, there are blocks on the windows so they can`t open too far." The home is kept clean and tidy, and there are suitable arrangements for the disposal of waste products. There are sufficient staff on duty, some of who have a professional qualification, and other staff are working towards one. New staff complete an induction prior to starting work with residents. One recently appointed member of staff commented on our staff survey forms, `I am new and was very welcomed`. There is a suitably qualified and experienced manager in post and the required health and safety checks and tests to the building and equipment are carried out. What has improved since the last inspection? Care plans provide information about people`s needs and how these should be met. They are kept under regular review. The introduction of designated housekeeping staff has helped manage people `s clothing better so it is returned to the correct room. A new wet room has been made which staff said has made providing assistance for bathing a lot easier. What the care home could do better: Staff need to have a clearer understanding of the Mental Capacity Act, and there must be information about how decisions should be reached taking into account people`s best interests, and recognise any deprivation of liberty taking place. It should be possible to check that people are having a bath or shower at the frequency they need or wish. Staff should be made aware of the most recent and best practices in the safe handling and administration of medicines. The role of dignity champion should be developed so that ways of promoting people`s privacy and dignity are identified and implemented. There should be sufficient and varied activities provided in line with the wishes of residents. A resident told us, "We do some things sometimes, I think there could be more provided for us to do, a lot of people spend time sat in chairs". Ways of making the building more environmentally stimulating for people with dementia should be identified and implemented. As part of the recruitment process for new staff a full work history needs to be obtained, and any breaks of employment need to be explained. All staff must complete the training required to enable them to carry out their duties. People must have opportunities to comment on how the home is run, and of their experiences in living there to make sure their best interests are taken into account. The provider is required to complete an annual assessment (called the Annual Quality Assurance Assessment) for us about the home and this needs to include more detail and express the views of people living in the home. Key inspection report Care homes for older people Name: Address: South Collingham Hall Care Home Newark Road Collingham Newark Nottinghamshire NG23 7LE     The quality rating for this care home is:   one star adequate service A quality rating is our assessment of how well a care home is meeting the needs of the people who use it. We give a quality rating following a full review of the service. We call this full review a ‘key’ inspection. Lead inspector: Stephen Benson     Date: 1 3 0 4 2 0 1 0 This is a review of quality of outcomes that people experience in this care home. We believe high quality care should • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. The first part of the review gives the overall quality rating for the care home: • • • • 3 2 1 0 stars - excellent stars - good star - adequate star - poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Care Homes for Older People Page 2 of 29 We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report Care Quality Commission General public 0870 240 7535 (telephone order line) © Care Quality Commission 2010 This publication may be reproduced in whole or in part in any format or medium for non-commercial purposes, provided that it is reproduced accurately and not used in a derogatory manner or in a misleading context. The source should be acknowledged, by showing the publication title and © Care Quality Commission 2010. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 29 Information about the care home Name of care home: Address: South Collingham Hall Care Home Newark Road Collingham Newark Nottinghamshire NG23 7LE 01636892308 01159818790 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Broadoak Group of Care Homes Name of registered manager (if applicable) Ms Gloria Brown Type of registration: Number of places registered: care home 33 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category Additional conditions: The maximum number of service users to be accommodated are 33. The registerd provider may provide the following category of service only:- Care home only - Code PC To service users of the following gender: Either Whose primary care needs on admission to the home are within the following category: Old age, not falling within any other category - Code OP Dementia - Code DE Date of last inspection Brief description of the care home South Collingham Hall is a converted and extended 1930s country house situated on the outskirts of the village of Collingham near Newark. It is registered to provide personal care for up to thirty-nine people of both sexes over 65 years of age. They can also care for people with a diagnosis of dementia. Care Homes for Older People Page 4 of 29 Over 65 0 33 33 0 2 0 0 4 2 0 0 9 Brief description of the care home The village of Collingham has a variety of shops, doctors surgery with pharmacy and opticians service, library, community hall, churches and pubs. The market town of Newark, six miles away, has a full variety of facilities and amenities available. A regular bus service passes the home, with a bus stop at the end of the homes drive. The home is over two floors and there is an annexe. A passenger lift and wide staircase give access to the upper floor. It has one room used for double occupancy and twentythree single rooms. Of the single rooms, nine are en-suite, five with shower or bath facilities and four with toilet and washbasin. Communally, there are five bathrooms, one with a specialist bath, and five toilets, some of which are being refurbished and will include toilets specifically for disabled use or that fit a wheelchair in without difficulty. The home is surrounded by six acres of extensive gardens with views over the countryside. People can sit out in fine weather. There are approximately thirty car parking spaces for visitors and staff. The homes philosophy of care is that they are firmly committed to giving the people equal opportunities in the delivery of services. Regardless of their mental or physical infirmities or disabilities, they will receive professional and sensitive care, which will be of a high standard, meeting the full range of their individual needs and personal preferences. The current weekly fees for the service range from £348 - £359 depending upon the persons needs. Care Homes for Older People Page 5 of 29 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: one star adequate service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: The focus of inspections undertaken by the Care Quality Commission is upon outcomes for people accommodated and their views on the service provided. This process considers the providers capacity to meet regulatory requirements, minimum standards of practice; and focuses on aspects of service provision that need further development. This was our first visit to the home since 1st April 2010. This inspection involved one inspector; it was unannounced and took place in the daytime, including lunchtime. Prior to the visit an analysis of the home was undertaken from information gathered over the last year including that from the Annual Quality Assurance Assessment they completed. We sent survey forms entitled Have your say about... to a sample of service users and staff and responses from those returned have been considered. The main method of inspection used is called case tracking which involved looking at the quality of the care received by a number of people living at the home. We also Care Homes for Older People Page 6 of 29 used evidence from our observations; we spoke with them about their experience of living at the home; we looked at records and talked with staff about their understanding of the peoples needs who they support. The premises were not inspected in detail but various areas of the home were visited as part of the inspection. Care Homes for Older People Page 7 of 29 What the care home does well: What has improved since the last inspection? What they could do better: Staff need to have a clearer understanding of the Mental Capacity Act, and there must be information about how decisions should be reached taking into account peoples best interests, and recognise any deprivation of liberty taking place. It should be possible to check that people are having a bath or shower at the frequency they need or wish. Staff should be made aware of the most recent and best practices in the safe handling and administration of medicines. Care Homes for Older People Page 8 of 29 The role of dignity champion should be developed so that ways of promoting peoples privacy and dignity are identified and implemented. There should be sufficient and varied activities provided in line with the wishes of residents. A resident told us, We do some things sometimes, I think there could be more provided for us to do, a lot of people spend time sat in chairs. Ways of making the building more environmentally stimulating for people with dementia should be identified and implemented. As part of the recruitment process for new staff a full work history needs to be obtained, and any breaks of employment need to be explained. All staff must complete the training required to enable them to carry out their duties. People must have opportunities to comment on how the home is run, and of their experiences in living there to make sure their best interests are taken into account. The provider is required to complete an annual assessment (called the Annual Quality Assurance Assessment) for us about the home and this needs to include more detail and express the views of people living in the home. If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line 0870 240 7535. Care Homes for Older People Page 9 of 29 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 10 of 29 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are assessed prior to moving into the home to ensure their needs can be met. Evidence: We were told in the assessment they completed that, All prospective residents are only admitted after a full assessment by the manager. A sample of care files seen all had a copy of an assessment carried out by the manager and an assessment provided by the Local Authority. Staff said the manager goes out to see any prospective new resident and they are provided with the information about any new residents through handover by senior staff, and that they dont always read the assessments. Staff said they talk to family members to find out any additional information. No comments were received from residents about their admission to the home. Care Homes for Older People Page 11 of 29 Evidence: Care Homes for Older People Page 12 of 29 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People in the home are not benefiting from legislation and other initiatives designed to promote their best interests. Evidence: We were told in the assessment they completed that Care plans are updated daily as visits occur, showers/baths are taken, activities participated in. Care plans are reviewed fully each month and updated accordingly. It was also said that Our high standard of personal care meets the needs of our individual residents. There is an electronic care planning system, which produces a care plan following information being entered through this programme. This has been in place for about a year, and now all plans have been prepared on this format which provides generally clear information about peoples needs and how these should be met. In our staff survey forms all staff said they are given up to date information about the needs of the people they support or care for. The manager has started to include information in care plans about the capacity of Care Homes for Older People Page 13 of 29 Evidence: people (as required by The Mental Capacity Act) and this needs to be further developed to include information about how decisions should be reached taking into account peoples best interests. Staff said they did not always have the time to read through the care plans fully, and although were aware of some of the details about the Mental Capacity Act said they thought they needed further training on this, as their knowledge was limited. A resident was seen talking with staff about a forthcoming hospital appointment. There was evidence seen in care files of residents having regular healthcare appointments and their weight is regularly monitored. A requirement was set following the last inspection to Ensure people have regular opportunities to have a bath or shower as there were periods of one or two weeks seen in the records made where no bath or shower was recorded. The records seen during this inspection for residents who have been assessed as requiring a daily bath or shower showed these are not being carried to this frequency. Part of the morning medication round was observed and staff were seen checking the medication before giving it, watching the person take it and then signing the administration record to show the correct medication had been administered. Only senior staff who have received safe handling of medicines training are assigned to give out medication, however the training records showed that there has not been any training provided in the home since 2002. The manager said that she thought staff did respect peoples privacy and dignity but the introduction of a dignity champion had not produced any benefit and this needs to be progressed. Care Homes for Older People Page 14 of 29 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People would like more frequent group and individual activities. People are encouraged to make choices for themselves and are provided with a varied diet. Evidence: We were told in the assessment they completed that , We offer a varied activity programme. We encourage one to one interactions. There was no record made of any activities taking place and although staff said they do organise some activities, these are not planned and there is no co-ordination as to what activities would be most suitable for different people. The manager said that some of the activities had fallen by the wayside and they have stopped putting up a notice each morning saying what activity will be provided that day. The manager said they need to look at providing more individual programmes of activity which will better meet the needs of residents, particularly those with some form of dementia. A resident told us, We do some things sometimes, I think there could be more provided for us to do, a lot of people spend time sat in chairs. Care Homes for Older People Page 15 of 29 Evidence: There were visitors seen coming to the home and one was waiting to take his relative out after breakfast. Staff said that visitors are welcome at the home and they keep them informed about their relative or friend. One member of staff commented on the staff survey form that, Our residents families are always made welcome. There is a monthly church service held in the home and some residents have visits from local church officials to give them communion. Staff said they provide people with choices where possible and gave examples of when people get up or go to bed, what they wear for the day and choices over drinks and meals. A new menu has recently been introduced which the manager said they had been given nutritional guidance about. There are some slight changes needed to provide a better spread of foods over the weeks. The menu includes a happy hour supper time in addition to breakfast, lunch and tea. Staff said that residents seem to like the new menu and a resident told us, There is never anything left on my plate, you cant say better than that. Care Homes for Older People Page 16 of 29 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. There are systems in place for people to raise any concerns and staff know how to safeguard people. Evidence: We were told in the assessment they completed that, Complaints are recorded, investigated and any necessary action taken within 28 days. The manager showed the complaints book and there were three complaints recorded in this. Two of these had been passed to the home to investigate by ourselves and the third had been made within the home. All complaints had been investigated and the outcome recorded. Staff were aware of the complaints procedure and described how they try to accommodate the preferences of one resident, who only wishes to be assisted by certain staff. Staff have had training in safeguarding adults and were able to describe when they would follow the safeguarding procedures and how they would do so. There has been one safeguarding investigation since our last visit which was not upheld. Care Homes for Older People Page 17 of 29 Evidence: A resident told us, I am quite safe, there are blocks on the windows so they cant open too far. Care Homes for Older People Page 18 of 29 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People live in a comfortable and well maintained environment but people with dementia have few visual aids to assist them. Evidence: We were told in the assessment they completed that, The home environment is clean, pleasant and odour free. It was also stated that a wet room has been added and there have been some improvements made to the fabric of the home, including new carpets, blinds and bedding. Staff said that the new wet room made it a lot easier to assist people with bathing and a resident told us, It is so much easier. Areas of the home seen were clean, tidy and fresh in odour. Staff said they were happy with the building and it does not cause any problems to them in carrying out their duties. It was noted however, that with the exception of a few photographs on doors, there are not any environmental stimulants for people with memory loss and dementia. The manager and staff said that the housekeeping and laundry services within the home are now operating more efficiently due to having designated staff employed to carry out these duties. Care Homes for Older People Page 19 of 29 Evidence: It was stated on the assessment they completed that there are ten staff who have received training in infection control. There were hand wash gels seen around the building, including one at the front door. Staff were seen wearing protective clothing, although there was only one colour in use rather than different ones for personal care and food handling. Staff said this was due to running out of one coloured aprons, however a supply of these were found wrongly stored. Care Homes for Older People Page 20 of 29 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. There are sufficient staff available to meet peoples needs but they have not been provided with all the training and updates they require to do this. People are not being fully protected by recruitment practices in the home. Evidence: We were told in the assessment they completed that, All shifts are staffed to reflect the care needs and routine of the residents. Staff said the current deployment of care staff is sufficient to meet the physical needs of the residents, although they do not have sufficient time to provide individual and group activities. It was stated on the assessment that there are twelve staff who have achieved a professional qualification and the manager said that the rest of the care staff have now signed up for this. It was stated on the assessment they completed that all staff who have started work in the home in the last 12 months had satisfactory pre employment checks carried out. There have been two new members of staff appointed in the last six months and both files showed that the correct recruitment procedures were followed, although the application form does not require a declaration of previous working history. Care Homes for Older People Page 21 of 29 Evidence: Once appointed staff complete an initial first day induction which predominately covers health and safety, and then work through the Skills for Care Common Induction Standards. In our staff survey forms all staff said they had an induction that covered everything they needed to know to do the job. One recently appointed member of staff commented on our staff survey forms, I am new and was very welcomed. The staff training matrix showed that regular training is being provided, although some, such as safe handling of medicines, have not been provided recently and updates are needed. There were a number of staff who have not had any training on understanding and working with people who have dementia. Staff said in the surveys they completed that they are provided with training that is relevant to their role and helps them understand and met individual needs, but some staff on duty said they need some refresher training. Care Homes for Older People Page 22 of 29 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. There are suitable arrangements for the management of the home, but more could be done to include the views of people living there Evidence: The manager has been in post since 2001 and has completed the National Vocational Qualification (NVQ) level 4. In our staff survey forms all staff said the manager gives them enough support and meets with them to discuss how they are working. The manager said there has not been a quality assurance audit carried out since our last inspection and that she would be organising one soon. The manager said information gathered during the previous audit had informed her of improvements needed in the laundry service which have been made. The assessment we ask the provider to complete and send back to us was returned on time. The information contained in this was brief and did not give sufficient detail about the service and the views of people living there. Care Homes for Older People Page 23 of 29 Evidence: There is a system available to help people manage their personal allowances, which involves the money being held in the safe and a record made, and witnessed, of every transaction made. There is also a system in place of regular audits been carried out to ensure the balances recorded are correct. We were told in the assessment they completed that equipment is serviced or tested as recommended by the manufacturer or other regulatory body. Dates were provided showing this to be the case. Staff said they did not have any concerns about health and safety within the home. Care Homes for Older People Page 24 of 29 Are there any outstanding requirements from the last inspection? Yes R No £ Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action 1 8 12 Ensure people have regular opportunities to have a bath or shower. This will ensure people are kept clean. 12/06/2009 Care Homes for Older People Page 25 of 29 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action 1 7 15 Measures must be in place to ensure that peoples mental capacity is assessed when any decision is required This will ensure people are supported to make the choices that affect their lives that they are able. 01/08/2010 2 9 13 Staff must be aware of the 01/07/2010 most recent best practices in the safe handling of medicines. This will ensure people receive their medication is the safest manner possible. 3 29 19 Full details of new staffs previous employment history, with explanations for any gaps, must be obtained as part of the recruitment process. 01/06/2010 Care Homes for Older People Page 26 of 29 Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action This will ensure that people living in the home are protected by the homes recruitment process 4 30 18 Staff must be provided with the training they need to be able to do their work, including updates This will ensure that people living in the home are cared for by suitable trained staff 5 33 17 People living in the home must have opportunities to express their views on how the home is run. This will ensure that people can have a say in the running of the home. The Annual Quality Assurance Assessment (AQAA) must be fully completed and include the views of people living in the home. This will ensure that people living in the home are able to contribute to how the home is run. 01/07/2010 01/07/2010 6 33 17 01/05/2011 Care Homes for Older People Page 27 of 29 Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No Refer to Standard Good Practice Recommendations 1 2 10 19 Promote the role of dignity champion within the home. Develop areas within the home to provide interest and stimulation to people with dementia. Care Homes for Older People Page 28 of 29 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Care Quality Commission (CQC). 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